Sr. Director, Global Industry Solution Design & Performance

ServiceNow is seeking an Sr. Director Industry Solution Design & Performance to lead the cross-industry global solution design capability spanning Technology Telco Manufacturing Retail Healthcare Financial Services Public Sector and others.  This leader is ultimately responsible for owning voice of the customer-backed solution development that marry an industrys trends value pool evolution and technology and AI dynamics together with our core set of product and solution offerings on the ServiceNow platform.  Success is defined as architecting a prioritized set of solutions across industries that drive outsized pipeline and NNACV growth within the respective industries.  

An ideal candidate blends a deep sense of customer-centricity and willingness to co-create answers with senior customers and users together with a highly rigorous analytical data-driven bias to size prioritize and track ongoing performance of the solutions generated.   Building from a working foundation of prioritized solutions s/he will both refine sharpen and establish the next tranche of industry solutions in partnership with leaders across Product Marketing Verticalized Field Sales Partner Strategy and the broader Industry & Solutions leadership team.  A typical day involves coaching the team on how to structure and size different solution areas with ServiceNows right to win alongside competitor offerings; conducting customer focus groups within the Banking industry; supporting strategic efforts on Build Buy Partner analysis at the industry x solution level; meeting with partners to align and prioritize on joint solution offerings and how these fit into our GTM strategy; analyzing prior quarter solution performance to identify whats working and whats not; and partnering with product to identify future roadmap enhancements and how those translate into differentiated or enhanced solution offerings of our existing core.

You will manage a team of 10 individuals which will include 3 direct reports: 1) Head of Regulated Industry Solution Design; 2) Head of Enterprise Industry Solution Design; 3) Head of Solution Performance Analytics.  This position will report to the SVP Global Industries & Solutions and serve as a member of the leadership team. 

What you will do in this role:

• Create a structure and process for how we manage industry solution design development maintenance and refresh across all global industries accounting for new industries of focus new and ongoing product/platform capabilities and new and ongoing partner/ISV interest in joint solution offerings
• Build lead and mobilize a team of Center of Excellence industry solution experts driving a consistent approach and high standard across industries
• Partner with relevant leads across Product Major Area Leaders Strategy Marketing and Partners to design develop and refresh solutions ensuring the right message buyer persona / KPIs temporality and value articulation that will land with the personas for each solution
• Identify target subset of focus customers that would be ideal candidates for first up solution adoption based on business dynamics earnings releases qualitative information competitive intelligence and formal/informal relationships to focus solution pipeline development efforts together with the Industry GTM leads and field
• Develop target ServiceNow platform solution adoption sequencing based on typical buying patterns within the industry (e.g. IT -> HR -> CSM -> FSM -> GBS) to help inform GTM priorities and natural customer pathways for solution adoption
• Assess on an annual basis which solutions merit deeper vertical alignment vs. horizontal cross-industry alignment based on evolutions in our business aligning with product and sales on the recommendation
• Provide data-driven insights to identify trends in solution performance (by industry by solution by geo by segment) creating visibility and awareness on whats working whats not and why
• Stand up together with Inspire Value and Value Excellence the appropriate heuristics and KPIs to be tracking at an industry solution level
• Facilitate knowledge-sharing and best practices across Enterprise and Regulated industries verticals to ensure that ServiceNow is putting its best foot forward in how we go to market extrapolating learnings and insights into tangible practices
• Create higher take rate in our industry solution adoption as measured by pipe generation and coverage of core solutions maintaining an ongoing rigor in the analysis of these customers and pulse of the business
• Partner with key stakeholders across the organization to create clarity of purpose alignment of plan and synchronicity of execution including: Verticalized Geo Leaders Account Executives / Client Directors Industry & Solution Architects Product Marketing Customer Excellence Partners Ops Analytics and others
• Serve as a member of the Industries & Solutions leadership team elevating team performance and health across the entire team

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• 15 years of experience in a combination of management consulting strategy financial analysis and/or customer experience design domains
• 5 years of people leadership with a demonstrated track record of inspiring and motivating high performing teams through a combination of clear goal-setting hands-on expertise and leadership and alignment coaching
• Exceptional problem-solving capability with an emphasis on analytical structured approach
• Demonstrated ability to leverage analytics and insights to significantly change the trajectory of a business based on a data-driven approach to building recommendations and aligning stakeholders
• Excellent communication skills both written and verbal with particularly strong ability to lead cross-functional team workshops and alignment sessions that coalesce in consensus
• Strong track record of reaching across the aisle in highly matrixed organizations to build relationships establish alignment and get things done in a collaborative manner
• Global experience with demonstrated track record of adapting solutions for local market needs to ensure adoption and success
• Fluency with Microsoft Office suite of apps including PowerPoint Excel PowerBI dashboards
• Core alignment with ServiceNow values including Win as a Team Humble & Hungry and Wow the Customer reputation for operating with integrity honesty and curiosity

JV20

For positions in this location we offer a base pay of $202500 - $364500 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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